Technical Communicator

Technical Alphabet Soup

AI, ML, Chatbots—high-tech trends that sounded like technical alphabet soup. And I chose to ignore these menu offerings! I figured AI was like artificial sweetener—non-natural intelligence—and didn’t really apply to technical communicators, writers, or editors. Then, within the past month, I received two publications with articles about Artificial Intelligence (AI), ML (Machine Learning), and a side order of Chatbots. Since STC’s Intercom was one of those publications, I knew I had to find out how these high-tech trends affect what I do.

Definitions

AI

“AI is a type of “deep learning” that allows machines to process massive quantities of information on a very sophisticated level, allowing them to perform complex functions like facial recognition.” (Mordecai Holtz, “Mobile World Congress and AI,” B-Tank, March 2018).

ML

“ML is a subset of AI and is powering much of the development in the AI field” (Criteo Insights). ML “is the practice of using algorithms to parse data, learn from it, and then make a determination or prediction about something in the world” (blogs.nvidia.com). Michael Copeland explains that a machine is “trained” to perform tasks.

Using High-Tech Trends with Clients

Holtz points out two areas where AI is already in place: customer care and marketing. “The data will result in AI technology monitoring, analyzing, and organizing the consumer data to anticipate customer concerns.” And then “marketers will be able to leverage the extremely personal voice-activated devices to drive and solve the common issues associated after purchasing something.” AI will result in a personalized marketing experience.

These observations support Earley’s tips for tech writers to team up with the marketers. Look at the customer lifecycle. Understand the customer’s journey, what they are looking for, and “map out the possible questions that the customer may have at each step.” (Seth Earley, Intercom, January-February 2018, 14)

What’s Next?

AI, ML, and chatbots are not simply alphabet soup. These high-tech trends are meant to help us in getting our jobs done right and delivering the right content in the format the customer needs. I’m learning new ways of using my tools to help clients find the right solution—now with AI, ML, and chatbots—to serve their customers.

“The greatest challenge in actually using any of these emerging technologies is still the same—understanding and clearly defining the business need, and having the right data and content to fuel the technology engine.” (Seth Earley, Intercom, January-February 2018, 13.)

My takeaway?

I have more to learn about AI, ML, chatbots, and other high-tech trends.

After the rousing cheers and camp rules, Jared kicked off the day with “Insecure & Unintuitive: How We Need to Fix the UX of Security.” Through humor (cats are the hackers) and serious research studies, Jared showed us that the log-on dialog box is the most expensive section of the website. Users can’t recall passwords and recalling the credentials results in lost productivity and could result in security breaches.

Most days, I juggle several editorial roles. Here are my three favorites.

1. Peer Reviewer

Peer reviews–or feedback–isn’t formal editing. I critique stories, blog posts, articles, chapters, or online course material. Sometimes, it’s an early draft and my colleague wants another read to help her organize the piece. Other times a fellow writer emails the story for me for one last review, to make sure the piece flows.

The side benefit? I read material before it’s published!

2. Proofreader

It’s all in the details! A client sends me a draft article or a link to their website. The task? Proofread for grammar, spelling, and punctuation matter.

One client asked me to proof their initial blog posts. I received the link to the newly-launched website and began reading. One post had this bold title: Heart Attach [sic]. I emailed a screenshot to the client before adding this error to my list. “Yikes! I proofread that title many times! It’s supposed to be ‘Heart Attack’.” Every writer needs a proofreader!

We can’t trust the automated spell checkers to pick up all our errors. ‘Attach’ is a good word but not the right word for this context!

3. UX (User Experience) Editor

I hadn’t thought of UX testing as editing. In several cases, I test as a consumer and provide text edits.

Case 1: Missing Login/Logout Buttons

Recently, I checked on one educational institution’s website. Where’s the login button? I wondered. I emailed their tech support. Tech Support responded that there’s no login button and provided the login steps. After I click around, I wanted to logout. No logout button or link, and when I closed the browser and reopened, I was still logged in. Again, I contacted Tech Support; they sent me the logout link.

My feedback to the institution? It was difficult to login and logout; please add buttons!

Case 2: Missing Donate Button and Unsecured Website

A non-profit client requested that I click through their site and try some features. We agreed that I would try and donate, to test the automated responses. On the main page, there was no Donate button. Why make a potential donor hunt through the site to give money? When I did find the donation page, I noticed that the website address wasn’t secure (not https). Consumers don’t want to provide PII (Personally Identifiable Information) on an unsecured website.

Business Peacemaker

As content creators, we foster communication among teams: We help get folks talking with each other who may not typically sit on the same committees. True. When I developed a cross-functional workflow for mortgage banking, I met with the usual departments (origination, processing). To get the Big Picture, though, we included the rest of the mortgage teams, collections, default, and even sales. All in the same room. We broke through barriers and opened the communication lines. The result? The workflow reflected the entire mortgage lifecycle. My image: Business Peacemaker!

Translator

TCs turn complex concepts into clear, concise text (p. 8); we translate. That’s right up my alley. I originally wanted to be a translator. I thought Translation meant changing a foreign language into English. My career went through many iterations, yet that’s what I am…a translator! I translate from Complex English to Concise English!

Adaptability

The key to success is adaptability: Accept and implement new tools and processes (p. 9). Different tools show up in my Inbox almost daily! And I welcome the opportunity to learn some of these new techniques.

Acceptance

TCs are open to feedback…even if it means we must trudge through the five stages of grief to get to Acceptance (p. 9)! By accepting the constructive feedback, I develop my writing and editing skills.